Call Center Representative

Company Overview

Tango is a prominent company in the home health management sector focused on growth and innovation. Their goal is to provide advanced home-based post-acute care solutions through proprietary technology and well-established processes, partnering with health plans to manage overall care costs.

Job Role

The Call Center Representative (CCR) will serve as a key communication link by answering incoming calls and facilitating interactions between referral sources, patients, healthcare agencies, and Tango. The role demands delivering top-tier customer service and managing detailed information while ensuring compliance with relevant laws, regulations, and company policies.

Work Location

This position is fully remote.

Responsibilities

• Gain and maintain comprehensive understanding of current company products and services.
• Respond to customer calls by providing precise and satisfactory solutions to inquiries and concerns.
• Handle busy phone lines and appropriately transfer calls.
• Route voicemail messages from the company line to the designated departments.
• Support administrative teams by processing faxes, emails, and entering data into internal software.
• Maintain professional communication with various departments to help patients and healthcare providers through the referral process.
• Ensure equitable distribution of work within the Intake department.
• Follow all applicable company, state, and federal healthcare regulations.
• Manage and de-escalate calls involving dissatisfied customers, offering patient assistance and support.
• Perform follow-up calls to patients to collect additional information and update them on outcomes and statuses.
• Enhance customer satisfaction by addressing health-related issues or concerns.
• Assess caller needs to provide resolutions, document interactions, and coordinate follow-up when necessary.
• Complete additional tasks as delegated by the Supervisor.

Candidate Qualifications

• Must be 18 years or older.
• Possess a High School Diploma or GED; some college education is preferred.
• Basic computer proficiency including experience with Microsoft Word, Excel, and typing skills.
• Preferably at least one year of experience handling outbound/inbound calls in call centers, medical offices, clinics, or institutional environments.
• Able to project a positive, professional image with customers and colleagues.
• Ability to thoroughly follow through on issues until resolution.
• Background in home care or healthcare is a plus but not required.
• Capable of managing a fast-paced medical call center environment with high volumes of inbound and outbound calls, maintaining attention to detail.
• Strong customer service orientation and effective oral and written communication skills.
• Self-motivated, flexible, cooperative, and able to operate with minimal supervision.
• Detail-focused with good organizational abilities.
• Willingness to work weekends and holidays.

Personal Attributes

• Ability to multitask efficiently in a demanding environment.
• Remain calm and composed under pressure and during stressful situations.
• Deliver excellent and professional customer service with a positive, patient, and friendly demeanor.
• Maintain confidentiality and adhere to HIPAA compliance standards.
• Exhibit strong organizational skills and attention to detail.
• Practice active listening and problem solving with cooperation, assertiveness, and flexibility to gain positive results.
• Demonstrate strong professional communication, both written and oral, suitable for in-person, phone, and electronic interactions.

Equal Employment Opportunity

Tango is committed to providing equal employment opportunities without discrimination or harassment on any protected grounds such as race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity or any other characteristic protected by law. Reasonable accommodations for qualified individuals with disabilities will be provided unless it causes undue hardship.